Brainstorming is a way to provide call centers the means to generate new ideas and even tackle complex problems. Depending on what the situation warrants, brainstorming sessions can be conducted in small groups, large groups or individually. In addition, call centers can choose one of several brainstorming techniques to reach their goals.

Role-Playing

One brainstorming technique that can be beneficial to call centers is role-playing. This allows participants to step outside of themselves and see things from a different perspective. Consider a call center manager trying to raise customer service satisfaction levels. By having the call center employees act out customer service scenarios, new ideas on how to overcome problem areas can be brought to the surface. Using this brainstorming technique also gives the employees a platform to help one another by sharing tips and suggestions.

Reverse Brainstorming

Sometimes, taking a completely different approach is the best way to generate new ideas. This is the entire concept behind reverse brainstorming. Instead of having call center employees brainstorm on ways to solve a problem, they would instead brainstorm on the opposite. As an example, consider a call center manager trying to come up with new ideas on how to increase sales. With traditional brainstorming, the manager may ask employees directly about ideas they have for increasing sales. However, in reverse brainstorming, the manager would instead ask employees about ways to decrease sales. From these responses, the manager, along with other employees, may realize things being done in the call center that are hindering sales.

Group Passing Technique

Brainstorming using the group passing technique can also be quite beneficial for call centers. In the group passing technique, participants sit in a circle and are told to write down a thought. The papers are then passed around the circle for each participant to add his own thoughts before being handed back to the original author. In a call center environment, this method can be a way for employees to gain valuable feedback from their co-workers. For example, the call center manager could have the employees write down an area in which they feel they need to improve. When finished, the paper could be passed around to the other members of the group so they could add their suggestions on ways to accomplish this goal.

Electronic Brainstorming

With traditional call centers, group meetings and brainstorming sessions can be arranged with little effort. However, with the number of virtual call centers on the rise, more call center employees are finding themselves working independently at home. Electronic brainstorming offers a means to bridge this gap and allow telecommuting employees to still participate in brainstorming sessions. In electronic brainstorming, ideas can be shared through chat windows, emails, instant messages or even through customized software programs.